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[ShopeePay] Identity Verification (eKYC) FAQ

1. What is identity verification (e-KYC) and what do I need to do?

To keep the platform more secure, we would require our users to verify their identities through our e-KYC (Electronic Know Your Customer) process.

To do so, please have your identification documents (NRIC for Malaysians and Passport for non-Malaysians) ready and ensure you are in a well-lit environment for clearer capturing of your identity.

2. How will I know if my identity verification is successful?

You will be notified on the app. We will also send you a push notification once your application has been successfully verified. Please ensure that your notifications are turned on.

3. Why is my application shown as 'Pending'?

Identity verification via e-KYC will usually generate immediate results. However, in certain scenarios, we would require more time to process the application, but it should not take longer than 2 working days.

4. What should I do if my identity verification is unsuccessful?

If your identity verification was unsuccessful, you may submit your application again after you receive the notification of failed verification.

5. What are the reasons for unsuccessful identity verification?

If your verification failed, this could be caused by several reasons:

(i) Identification documents are unclear or unrecognisable. Please ensure that you are using the correct and original copy of the documents requested, that you are in a well-lit place, and that nothing is blocking your identification documents.

(ii) Facial recognition is unrecognisable or blocked. Please ensure nothing is blocking your face when you perform the liveness check and follow the instructions displayed on the screen.

6. How do I verify my identity?

Users who have not activated/ set up their ShopeePay wallet

To activate your ShopeePay wallet, please proceed with the following steps:

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Step 1: Go to the Me tab

Step 2: Click on ShopeePay

Step 3: Click on Set up ShopeePay Wallet

Basic ShopeePay wallet users who have not verified their account

Step 1: A the Shopee App Me page, click on ShopeePay

Step 2: Click on Me

Step 3: Click on Settings

Step 4: Click on Identity Verification to view whether your account has been successfully verified

Step 5: Your account has been successfully verified

7. Can I continue where I left off if I dropped off halfway because of unpredictable circumstances?

If you drop off halfway, you will not be able to continue where you left off. You would need to restart the whole process again. Please allocate at least 10 mins for the completion of the whole process and ensure that you have your identification documents on hand.

8. Verifying your identity will allow you access to additional ShopeePay functions as below:

Type of Account	Basic	Premium
Threshold for wallet holding limit (MYR)	2,999	9,999
Daily transaction limit (MYR)	2,999	9,999
Monthly transaction limit (MYR)	4,999	20,000
Annual transaction limit (MYR)	59,999	120,000

⚠️ Note:

Starting 24 February 2025, new users who verify their ShopeePay account will only be granted access to the premium account.

9. What are the types of ID accepted?

Currently, we only support MyKad and Passport, with future support planned for MyPR, MyTentera, and UNHCR. No other identification card types will be accepted.

10. What should I enter in the First Name and Last Name fields?

If the First Name and Last Name fields are empty, please fill them in based on the following naming convention:

Name type	How to fill	Example
Names with “bin”, “binti”, “a/l”, “a/p”	First Name: All names before "bin", "binti", "a/l", or "a/p" Last Name: All names, including those keywords	Full Name: Ahmad bin Ali First Name: Ahmad Last Name: bin Ali Full Name: Siti Mimi Binti Tarudin First Name: Siti Mimi Last Name: Binti Tarudin Full Name: Praveena A/P Suresh First Name: Praveena Last Name: A/P Suresh
Names without “bin”, “binti”, “a/l”, “a/p”	First Name: First word (usually the given name) Last Name: Remaining part of the name	Full Name: Kristin Cheng Shu Jang First Name: Kristin Last Name: Cheng Shu Jang Full Name: Kavitha Muniandy First Name: Kavitha Last Name: Muniandy Full Name: Thomas Logan Holmes First Name: Thomas Last Name: Logan Holmes
Single Name	Input the same name in both First Name and Last Name	Full Name: Mia First Name: Mia Last Name: Mia

11. Why am I getting this error message informing me that my IC number is already linked to a verified ShopeePay account?
If you are getting this error message, please contact Customer Service for further assistance.

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